Envy Touchsmart Ultrabook 4-touch screen not working.

[BigBlueBalou]

Hey guys

First what is the difference between Ultrabook and Sleekbook.  My system page now says i have a sleekbook.  I bought a ultrabook. Envy Touchsmart Ultrabook 4-1115dx  Product: C2K73UA#ABA. 

It came preinstalled W8.  I up graded to W8.1. About a month after i lost the touch screen. I kept intel, windows, and HP updates up.   I have spend quit some time researching.  I notice in device manager, the touch screen drivers were hidden and i was unable to click on the drive to roll it back.   I see there was an issue with another model of the screen plug coming lose from the USB port on the inside. So before going to the extreme of opening my case, I refreshed and went back to W8 were i'm currently at. I have reloaded updates from windows and HP.  No touch screen.  Had to travel to my fathers. Connected to his wireless. Double check for any update i might have missed.  I notice i had "full pen and touch" on the system page.  I touch the screen and the touch screen was working.  Not more then 10min later the 'no pen or touch  input is available for this device' is back on the system page.  Then the update finished. There is a update that is causeing my issue and i don't really understand how to pick and choose the updates right for me

Help I love my touch screen with the key board combo.        

[Sparkles1]

Hi BigBlueBalou,

Welcome to the HP Forums!

For you to have the best experience in the HP forum, I would like to direct your attention to the HP Forums Guide First Time Here? Learn How to Post and More.

I understand that you are experiencing an issue with the touchscreen.  You can run The HP Support Assistant to help with updates and resolving issues.  I believe you system is still in warranty, I would suggest calling HP Technical Support for assistance. They  are able to remotely log onto your system and may be able to pin point the issue for you. 

Please call our technical support at 800-474-6836. If you live outside of the US/Canada Region, please click the link below to get the support number for your region. Phone Assist Worldwide

[mills_grant]

What is this about an internal conenctor problem?

I've been dealing with this since I bought the computer.  If there is an internal connectory issue, that should be subject to a recall.

I have downloaded and installed all updates.

[Sparkles1]

Hi @mills_grant, 

 Thank you for your query, I am happy to help.

There is no known issue with touchscreen that I am aware of.  As you stated you have had this issue since you purchased the notebook, I suggest contacting HP support for further assistance.

Please call our technical support at 800-474-6836. If you live outside of the US/Canada Region, please click the link below to get the support number for your region. Phone Assist Worldwide

[BigBlueBalou]

Just a follow up.

  My Ultrabook is in the same condition.  I have called the support phone number.  Only to find that i would have to pay to have HP look at my system.  This issue is "pen and touch" working or not.  It will work some times and then it won't.  The only thing that is consistent is it happens when the my computer finishes up loading after first start up and/or connecting to the internet.  I really believe it is a software or driver update issue.  This all started when I updated to windows 8.1.  Don't much care for  Windows 8.  Still crying over XP. (lol)    But with both the key board and Touch Screen, I was really starting to like the set up and was leaning my way around.  I don't believe my hinge has caused a short that turns "pen and Touch" off.  I can see  the statis of "Pen and Touch " by looking at the system screen.  pressing windows icon &  "x".  then selecting "system". 

P.S.  We bought 6 Dells and  left Dell for the lack of service with the 19.5 power cord issue.  We replaced them with 4 HP computers and 1 printer.       

[Sparkles1]

Hi BigBlueBalou,

Thank you for your reply.

I see you are still having an issue with the touchscreen.

Here is a link to Troubleshooting Touch Screen Issues in Windows 8 to assist you.

Here is a link to the  HP ENVY TouchSmart Sleekbook 4-1115dx Drivers.  Although it is not listed under Windows 8.1 under Windows 8 there is a bios update.  Has it been done? 

Updating the BIOS does have the potential to cause damage.   I know you declined HP support but you may wish to reconsider due to this.

Have you updated the chipset drivers and the graphic drivers?

If none of this has alleviated the issue, I would do a Refresh Your PC to Resolve Problems (Windows 8.

Once this is done here is document to assist you with redoing the Windows 8.1 update.   Updating Windows 8 to 8.1.

I hope this helps!

[mills_grant]

Thanks for the last post with links specifically about issues with TouchSmart device.

I tried everything recommended: Drivers, BIOS & Windows 8.1

Nothing worked.

In the Systen Information display, I always get a no pen & touch detected (or something like that).

Since my unit us out of warranty, and we've been limping along without the touch screen nearly since purchase, I'm not going to persue this any further.

[Sparkles1]

Hi mills_grant,

I see that you have had issues with the touchscreen feature since shortly after you purchased it.  You have tried updating the drivers and bios and are running Windows 8.1.

Here is a link to the drivers for your system. HP ENVY TouchSmart Sleekbook 4-1115dx Drivers. ( I assume you have the same model of notebook as the original poster, as you did not state differently).

Please ensure you have the recommended graphic  and chipset drivers installed.

If you are still having an issue try scanning for new hardware in Device Manager.

You may also consider doing a refresh you PC which will reinstall the Operating System without affecting your personal files.  The link is in my previous post.

Good Luck!

[mills_grant]

Refreshing the OS is not an option.  I've spent too much time on this as it is.  The device manager also reports failure to start a driver for something hanging off USB Hub3 (I think).  I'm pretty sure that means that the Touch sensor subsystem is not enumerating correctly possibly due to a bad connection.  I found the service drawings and reviewed them for insturcitons on how to R&R the TouchSmart Screen, but they fell short of discussing the internals of the TouchSmart.  

I'm pretty sure that the touch input has become physically disconneced.  I'm not going to spend more time refreshing the OS, since I'm highly confident it is going to fail.

[BigBlueBalou]

I'm back.  First off, i don't have a lot of time to be toubleshooting, so pardon me if this takes a little time to respond. 

Whats new is ----------I  decided to upgate to W 8.1 from W8.  Took over 3days to do.  Had to update a 136 upates from Microsoft before i could update.  I was surpised to see that many updates needed because I kept updates on auto.  Had get back up exernial drive to back up to clear personal stuff off internal hard drive. 

Then the thumbdrive I used as the original back up copy of the operating system (one time back up when purchased computer) was not recognized.  But I was able to make another copy.  It stored it as a Fat file and maybe thats why the back up copy didn't work.  Therefore i'm concerned i don't have a copy of my original software. 

Over the course of three days I was able to get W8.1 to stick.  That was 10/20/14.

Still no Pen and Touch

Today, I turn on the blue box and imieditaly i notice pen and touch working.

Went to system screen and Pen and Touch - full windows touch with 10 touch pionts  or pionts touch.  but under processor, installed memory, computer disciption, and workgroup all had "not availible"  like the system info page didn't finish loading.

Went to device manager, and under HID Touch Screen and Radio Controls were the only two items listed. 

Then went to properties of Touch Screen click details and started to write some of the details down. 

The first installed date is 10/23/14  11:26:21am

Install date  is the same

Last arrival date is 10/23/14  11:40:08am (got this number later)

Last removal is  10/23/14  11:41:32am  (got this number later)

It seemed the blue box was still working in the background. My first thought was its connecting to the internet for updates.  so i hit the F12 key trying to shut off the radio to the net.  I was hoping to preserve the pen and touch "on" to observe the state of the machine before it finished updating. 

There was no responce to F12 button.

then a liitle later lost Pen and Touch 

Even though i lost pen and touch, its still list under hided HID devices in  device manager

And there are other HID's listed under hidden devices the only two lisedt as active (un hidden) are radio control and radio buttom 

So I explored some of the other devices with showing hidden devices

Device manager in View by device connection

Computer Id Name

to ACPI x 64

to Microsoft ACPI-Complaint system

to PCI Express Root Complex

to Intel(r) 7 series/C216 Chipset family USB Enhanced Host Controller-1E2D

to USB Root Hub

to Generic USB Hub-  3 sub listing under this heading.

1st-Qualcomm Atheros QCA9565 BlueTooth.......

2nd USB Composite Device

3rd USB Composite Device -with 2 sub listing

 a)USB input device 

 1. HID complaint device-defined device

b) USB input device  

1.HID-compliant device

2.HID-Touch Screen

Going to each  device Detail under properties including 3rd Composite Device every thing under this heading to HID Compliant Touch Screen all had the same times.  First installed: 10/23/14  11:26:21am  installed date: (same as before)  Last arrival date: 10/23/14  11:40:08am  last removal  10/23/14  11:41:32am

1st and 2nd USB's first installed 10/20/14 and last arrival 10/22/14 consistant with the reinstallsof the system. 

then i started to lose system items.

went to Computer Management under Services and Apps- about 90%  all programs were disabled and I had to restart them. 

The only thing  that was different from the day I restored to W 8.1 was i had too plug ethernet in at work. cause they are still using XP.   And the Blue Box had not been "on" since until today.

The 20 min lapse in time from 11:26 to 11:41 is consist to the amount of time that expired before losing Pen and Touch.  But i notice some of the system shut down later than that.  But I don't if i would have noticed.  HP assistant was not loading. The icon for wireless internet never came on. would not even discover wireless untill restarted services under Services and applications.   The icon for wired connect was visibale but not connect.  as if my system was still in wired connection mode from the other day at work.  

Maybe the system  work shut everything down enough to let pen and touch come up on restart today.  that would mean something removed the 3rd Composite Device. 

Don't know if this all helps 

Thanks BBB

p.s. i had Intell HD Graph display disabled from W 8.1 start to after  restarting services and apps